What device(s) are having speed issue? We ran an initial test of your service and it shows your modem/router is not connected to our Network we'd like to confirm if your modem/router is currently on, on the other hand, the service is getting a passing speed on the line.
We did an article that you may find helpful, this will guide you on how to improve your wireless connection speed available here.
Let us know how the replacement modem/router will go.
You may check this thread to see what 3rd party modem/router you can use.
We provide the modem for all our NBN plans as they are sold as an Internet & Home Phone Bundle. As the Home Phone component of your bundle is encrypted for security, you will need to use our modem if you are to make and receive phone calls.
If you wish to use a 3rd party modem/router we will provide you with the settings required to access the internet.
Let me know should you require further assistance.
you sent out a second hand modem to replace the faultly one, it hadn't even been reset to factory settings. it has issues also with the 2.4ghz wifi not functioning. i spoke to the help desk today and they tell me they have requested a brand new modem is sent out. if this modem has issues i will need to switch isp as you guys just can't sort problems.
Apologies for what happened and we're sorry to know that you're considering changing provider, @rigby75.
We'll further look into this and make sure that an update will be provided as soon as it becomes available.